Customer Care & Policies
This page sets out everything you need to know when shopping with us, including Terms & Conditions of Sale, Returns & Refunds, Privacy, Cookies, and Delivery Information. By purchasing from us (in-store or online), you agree to these terms.
1. Terms & Conditions of Sale
1.1 About Us
Trading name: Jacksons Jewellers
Business address: 1A Newgate Street, Morpeth, Northumberland NE61 1AL
Email: info@jacksonsjewellers.co.uk
Telephone: 0800 303 2055
VAT / Company registration number: GB 114046850 / 06967894
1.2 Contract Formation
When you place an order online or in-store, we will confirm receipt by email or written order note.
A legally binding contract is formed only when we send written Order Confirmation or accept payment in full.
We reserve the right to refuse, decline or cancel any order prior to dispatch for reasonable grounds, including but not limited to payment issues, suspected fraud, pricing errors or stock availability.
1.3 Prices & Payment
All prices are in GBP (£) and include UK VAT where applicable.
We take reasonable care to ensure pricing is correct. If a pricing error occurs, we reserve the right to cancel the order before dispatch and issue a full refund.
Payment must be made in full before dispatch or collection. Bespoke work may require a non-refundable payment.
1.4 Bespoke, Redesign & Heirloom Services
Custom, remodelled or personalised jewellery, including pieces made with customer-supplied stones or metal, is non-returnable and non-refundable unless faulty.
We provide a design brief or CAD/hand-drawn proof for approval before starting work.
Any agreed payment is non-refundable once work has commenced.
1.5 Delivery
We offer insured, tracked UK delivery and a signature is required upon receipt.
Estimated delivery times will be confirmed at checkout or during consultation.
International delivery may be available on request. Any customs duties, taxes, import charges or clearance fees are the customer’s responsibility.
We are not liable for delays outside our reasonable control, including postal disruption, customs delays or courier issues.
1.6 Title & Risk
Ownership of goods transfers once full cleared payment has been received.
Risk of loss or damage passes upon delivery.
1.7 Warranties & Aftercare
All new jewellery is guaranteed against manufacturing defects for 12 months from purchase.
This guarantee excludes fair wear and tear, accidental damage, misuse, water damage, unauthorised repairs or loss.
All pre-loved and vintage items are sold as photographed and described at the time of sale. Reasonable signs of age, wear and previous use should be expected and form part of the character of such items.
Unless explicitly stated otherwise, water resistance is not guaranteed on vintage or pre-owned watches.
Product photographs form part of the item description and should be carefully reviewed prior to purchase.
1.8 Limitation of Liability
Our liability for any loss or damage is limited to the purchase price paid for the product, except where liability cannot legally be excluded or limited.
1.9 Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the exclusive jurisdiction of the English courts.
1.10 Force Majeure
We will not be held liable for delays or failures caused by events outside our reasonable control, including natural disasters, strikes, supply chain disruption or courier delays.
2. Returns & Refunds
We hope you love your jewellery. If you purchase online or by phone, your order is protected by the Consumer Contracts Regulations 2013.
2.1 Online & Distance Purchases
You may cancel most online orders within 14 days beginning the day after delivery.
Cancellation requests must be made in writing within this period. Returned items must then be received by us within 14 days of cancellation.
Items must be returned unworn, unaltered and in the same condition supplied, including all original boxes, paperwork, certificates, accessories, tags and bracelet links where applicable.
Customers may inspect items as they would reasonably be permitted to do in a retail environment. Any handling beyond this may result in a deduction from any refund to reflect any loss in value.
This includes, but is not limited to:
Wearing the item beyond inspection
Bracelet resizing or link removal
Opening the caseback
Pressure testing or water exposure
Battery replacement
Third-party inspection, repair or alteration
Removal of security tags or seals
For security purposes, serial numbers and identifying characteristics are recorded prior to dispatch and all returned items must match dispatch records.
Returns remain the customer’s responsibility until safely received by us and must be sent using a fully insured, tracked and signed-for service appropriate for the item value.
Return postage and insurance costs are non-refundable unless the item is faulty or incorrect.
For international orders, the customer is also responsible for any customs duties, taxes, import charges, return shipping costs or clearance fees incurred in connection with the delivery or return of the item.
We do not offer goodwill returns beyond your statutory rights.
2.2 Exclusions
The following items are non-returnable unless faulty:
Bespoke, redesigned, engraved or resized items
Items made using customer-supplied stones or materials
2.3 In-Store Purchases
In-store purchases are non-returnable and non-refundable unless faulty or otherwise required by law.
At our discretion, we may offer an exchange or credit note on selected items.
Any item approved for return must be unworn and in original condition with all packaging and documentation.
2.4 Faulty Items
If you believe an item is faulty or not as described, please notify us within 30 days of receipt.
Items must not be altered, repaired or inspected by a third party prior to return, as this may affect our ability to assess the item and resolve the issue.
Depending on the circumstances, we may offer a repair, replacement or refund in accordance with your statutory rights.
3. Privacy Policy
We respect your privacy and comply with the UK GDPR and Data Protection Act 2018.
3.1 Information We Collect
Name, contact details, billing and delivery addresses, and payment details
Information relating to orders, repairs and bespoke consultations
Website usage data collected through cookies
3.2 How We Use Your Information
To process and deliver orders and after-sales services
To communicate regarding orders, repairs or appointments
For internal accounting, record keeping and legal compliance
With consent, to send marketing communications (you may unsubscribe at any time)
3.3 Sharing Your Data
We never sell personal data.
We share information only with trusted third parties necessary to fulfil orders or services, including couriers and payment processors.
3.4 Your Rights
You have the right to request access to, correction of or deletion of your personal data. Please contact us with any privacy-related request.
4. Cookie Policy
We use cookies to improve your online experience.
Essential cookies enable core website functionality including basket and checkout features.
Analytics cookies help us understand website usage and improve our services.
Marketing cookies are used only with your consent to provide relevant promotions and advertising.
You can manage or disable cookies through your browser settings at any time. A cookie consent banner is displayed on first visit in accordance with PECR requirements.
5. Delivery & Shipping Information
All UK orders are sent using insured, tracked delivery requiring signature upon receipt.
Free UK delivery may be available on qualifying orders.
International shipping may be available on request. Any customs duties, taxes or import charges are payable by the recipient.
We are not responsible for delays caused by postal services, couriers or customs processes outside our control.
6. Updates to This Page
We may update these terms and policies from time to time to reflect legal, operational or regulatory changes.
Latest update: 27 May 2026